Service Desk Manager (SDM) Visualizer: Unable to perform specified action

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

When adding a Configuration Item (CI) to a graph in Visualizer, the following error appears:

The visualizerMS_debug.log contains an error similar to the following:

ERROR [rkJoinPool.commonPool-worker-5] GraphDataManager 145 Failed to fetch graphs for some nodes.
java.util.concurrent.CompletionException: java.lang.Exception: No node attribute configuration found in application config. Can not load node data.

Cause

The issue can occur in a Service Desk Manager (SDM) environment where there are a lot of locations configured.

This causes the loading of the master data cache to fail.

Environment

Service Desk Manager Visualizer 17.3

All Supported Operating Systems

Resolution

1.  Open the following file with a text editor

NX_ROOT\bopcfg\www\CATALINA_BASE_VIZ\webapps\CMDBVisualizer\WEB-INF\classes\application.conf

2.  Change the following setting

maxNodeLoadOnStartUp = 100000

TO

maxNodeLoadOnStartUp = 1300000

3. Open the following file with a text editor

NX_ROOT\bopcfg\www\CATALINA_BASE_VIZ\webapps\CMDBVisualizer\WEB-INF\classes\ehcache.xml

4. Change the following setting on line 39

maxEntriesLocalHeap="100000"

TO

maxEntriesLocalHeap="130000"

5.  Save changes to the files

6.  Restart the SDM service

7.  Clear web browser cache

As always, we recommend testing all changes in a non-PROD environment first.